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Posted: Monday, January 8, 2018 6:58 AM

Position Summary:

The Tier 0 will communicate via phone, email and in system notes with the client and internal stakeholders. A working knowledge of Windows operating systems is expected, with Linux or Unix a plus.

Key Responsibilities:

* Efficiently and accurately manages inbound calls from all GTT customers

* Provide the highest standards of Customer Service on all inbound calls

* Escalate, for higher level support, to Tier II and Management

* Document all voice and data service issues reported on inbound calls

* Operate in multiple systems and databases as required

* Works with internal peer teams to assist with customer trouble resolution

* Proactive learning of next level technical duties and customer services

Required Qualifications:

* Job experience in similar industry

* Excellent English communication skills (verbal and written)

* Logical problem analysis skills

* Use initiative and be pro-active

* Take ownership / responsibility for own work

* Ability to multitask, prioritize and work in a pressured and sometimes stressful environment

* Must be adaptable and flexible in dealing with a variety of people

* Achieve certification and maintain required training levels

* Must be a team player

* Ability to work on rotating shifts and/or on-call rotations

* At least 1 year experience on an inbound call team or network support role

* Knowledge of core TCP/IP networking, a plus

* Routing and Switching (Juniper/Cisco/Adtran/HP/DELL), a plus

* Familiarity with IP networks to include SIP, IPv4, IPv6, BGP, ISIS, OSPF, MPLS, VLANS, Ethernet, DWDM, SDH, DNS, SNMP, and IPSec, a plus

Preferred Qualifications:

Education and Experience

* Experience: 1+ years on an inbound call center role or networking support role

* JNCIA or CCNA certification or equivalent skill level developed through industry experience is a plus

* A combination of education and experience is acceptable

* Attention to detail with good organizational capabilities

* Ability to prioritize with good time management skills

* Strong analytical skills

* Strong verbal and written communication skills

* Ability to effectively prioritize workload

* Resourceful, innovative, and creative

* Ability to work extra hours as needed

* Work in a fast-paced and ever-changing environment

GTT retains the right to change this job description any time.

GTT provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, GTT complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

GTT expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of GTT's employees to perform their job duties may result in discipline up to and including discharge.


Associated topics: assistant gm, captain, fire marshal, general manager, petty officer, police captain, police chief, project manager, shift lead, shift supervisor


• Location: Austin

• Post ID: 28034287 austin is an interactive computer service that enables access by multiple users and should not be treated as the publisher or speaker of any information provided by another information content provider. © 2018